Service Delivery Manager

Primary Responsibilities:

• Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
• Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Educates the operational team in understanding how clients utilize Ensono services in support of their business.
• Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
• Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Provides communications for critical business impacting events, account updates, and service improvement plans.
• Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
• Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
• Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
• Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.

• 3+ years of IT Service Management experience in a client-facing role
• Client relationship management experience

• Operational ability in diverse, large-scale, multi-platform, outsourced environments

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Proficient understanding of ITIL (Information Technology Infrastructure Library) principles

• Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking